本文選題：服務(wù)氛圍 + 情緒勞動　； 參考：《蘭州大學(xué)》2015年碩士論文

【摘要】：由于服務(wù)產(chǎn)業(yè)的競爭日益激烈,能否提高顧客感知的服務(wù)質(zhì)量成為服務(wù)企業(yè)生存發(fā)展的關(guān)鍵,而顧客感知的服務(wù)質(zhì)量多來源于一線員工的服務(wù)表現(xiàn)。進(jìn)行合適的情緒表達(dá)是一線員工服務(wù)工作的重要內(nèi)容,將對顧客的服務(wù)體驗(yàn)和評價(jià)產(chǎn)生重要影響,因此,一線員工的情緒勞動引起了學(xué)術(shù)界的廣泛關(guān)注和討論。為了更好地指導(dǎo)員工進(jìn)行合適的情緒展現(xiàn),學(xué)者們非常關(guān)心哪些因素會影響員工的情緒勞動。經(jīng)過對以往研究的認(rèn)真梳理和總結(jié),我們發(fā)現(xiàn)雖然國內(nèi)外對情緒勞動前因變量的研究成果較為豐富,但多集中于個(gè)體因素的研究,對組織因素的探討非常有限,更鮮少進(jìn)行實(shí)證研究,并且大多數(shù)研究并沒有詳細(xì)解釋各種因素影響情緒勞動的作用機(jī)制。針對現(xiàn)有研究的不足,本研究以角色身份理論為依據(jù),從意義構(gòu)建的角度提出積極的服務(wù)氛圍通過幫助員工塑造卓越服務(wù)角色身份來引導(dǎo)員工進(jìn)行恰當(dāng)?shù)那榫w勞動,從而為顧客提供卓越服務(wù)。并且考慮到角色身份的維持依賴于情境對該角色身份的反饋,本研究考察了顧客不公平對卓越服務(wù)角色身份發(fā)揮作用的影響。本研究采用186名一線服務(wù)員工的數(shù)據(jù)對服務(wù)氛圍與員工情緒勞動之間的關(guān)系進(jìn)行實(shí)證檢驗(yàn),探究卓越服務(wù)角色身份在此關(guān)系中的中介作用以及該中介作用發(fā)生作用的邊界條件。通過對數(shù)據(jù)進(jìn)行有效的處理和分析,研究發(fā)現(xiàn)：(1)服務(wù)氛圍與員工的深層行為之間存在顯著的正向關(guān)系；(2)卓越服務(wù)角色身份在服務(wù)氛圍與員工深層行為的正向關(guān)系中起到完全中介作用。本研究的創(chuàng)新之處主要有兩點(diǎn)：(1)基于角色身份理論,構(gòu)建了服務(wù)氛圍影響情緒勞動的概念模型,實(shí)證發(fā)現(xiàn)員工感知的服務(wù)氛圍對其形成卓越服務(wù)角色身份有積極影響作用,并促使員工展示出更多的深層行為,這一結(jié)論是角色身份理論在服務(wù)情境下的細(xì)化與應(yīng)用,為將來研究一線服務(wù)員工的工作角色身份提供了新視角；(2)本文研究并證實(shí)了員工感知的組織情境因素(服務(wù)氛圍)和個(gè)體角色身份(卓越服務(wù)角色身份)對員工的情緒勞動有積極的影響,這一結(jié)論豐富了以往關(guān)于情緒勞動前因變量的研究,為解釋情緒勞動的發(fā)生和過程提供了新思路。最后,本研究在詳細(xì)分析研究結(jié)論的基礎(chǔ)上,為服務(wù)管理者有效指導(dǎo)員工的情緒勞動提供了一些有益的建議,如創(chuàng)造積極的服務(wù)氛圍以促進(jìn)員工的情緒勞動,積極選拔和培育合適的服務(wù)員工以方便開展服務(wù)工作。此外,本研究指出了自身的研究局限以及未來的研究方向。
[Abstract]:Due to the increasingly fierce competition in the service industry, whether to improve the service quality of customer perception becomes the key to the survival and development of service enterprises, and the service quality of customer perception comes from the service performance of front-line employees.Appropriate emotional expression is an important part of the service work of front-line staff, which will have an important impact on customer service experience and evaluation. Therefore, emotional labor of front-line staff has attracted extensive attention and discussion in academic circles.In order to better guide employees to conduct appropriate emotional presentation, scholars are very concerned about which factors will affect the emotional labor of employees.After a careful review and summary of previous studies, we find that although the research results of emotional prelabor dependent variables at home and abroad are relatively rich, they are mostly focused on individual factors, and the discussion of organizational factors is very limited.Few empirical studies have been conducted, and most of the studies have not explained in detail the effects of various factors on emotional labor.In view of the deficiency of the existing research, this study based on the role identity theory, from the point of view of meaning construction, puts forward that the positive service atmosphere can guide the employees to carry out appropriate emotional labor by helping them to shape the outstanding service role identity.In order to provide customers with excellent service.Considering that the maintenance of role identity depends on the feedback of the role identity, this study examines the effect of customer inequality on the role identity of outstanding service.In this study, 186 front-line service staff data were used to test the relationship between service atmosphere and employees' emotional labor, to explore the intermediary role of outstanding service role identity in this relationship and the boundary conditions of the intermediary role.Through effective data processing and analysis,It is found that there is a significant positive relationship between service atmosphere and employees' deep behavior. (2) the identity of outstanding service role plays a complete intermediary role in the positive relationship between service atmosphere and employees' deep behavior.Based on the role identity theory, this paper constructs a conceptual model of service atmosphere influencing emotional labor, and finds that the perceived service atmosphere has a positive effect on the formation of outstanding service role identity.This conclusion is the refinement and application of role identity theory in service context.This paper studies and verifies that the organizational situational factors (service atmosphere) and individual role identity (outstanding service role identity) of the employee perceived by the employee are of great importance to the staff. (2) A new perspective is provided for the future study of the work role identity of the front-line service staff.Emotional labor has a positive effect,This conclusion enriches previous studies on the dependent variables before emotional labor and provides a new idea for explaining the occurrence and process of emotional labor.Finally, on the basis of detailed analysis of the conclusions, this study provides some useful suggestions for service managers to effectively guide employees' emotional labor, such as creating a positive service atmosphere to promote employees' emotional labor.Actively select and cultivate suitable service staff to facilitate service work.In addition, this study points out its own research limitations and future research direction.
【學(xué)位授予單位】：蘭州大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F272.92;F719

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